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Yashoda Bhagwat
Texas Christian University
4Publications
3H-index
62Citations
Publications 4
Newest
#1Nita Umashankar (GSU: Georgia State University)H-Index: 5
#2Yashoda Bhagwat (TCU: Texas Christian University)H-Index: 3
Last.V. KumarH-Index: 57
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Service firms are encouraged by historic evidence that loyal customers are less price sensitive. Yet, some research has challenged the assertion while others have demonstrated considerable heterogeneity within loyal segments. Aiming to reconcile this debate, we investigate the relationship between customers’ behavioral loyalty and the importance they place on price relative to two managerially relevant service attributes: rewards and convenience. We also assess the moderating role of attitudinal...
8 CitationsSource
#1V. Kumar (J. Mack Robinson College of Business)H-Index: 8
#2Yashoda Bhagwat (J. Mack Robinson College of Business)H-Index: 3
Last.Xi (Alan) Zhang (J. Mack Robinson College of Business)H-Index: 3
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Service firms, which have high attrition rates, are finding it exceedingly difficult to grow their customer base. Despite their extensive retention efforts, customers still defect. For these firms, “lost” customers may pose a rewarding “last-resort” opportunity. Reacquiring customers who left the firm may help these firms not only regain their lost profits but also usurp profits from competitors. However, some pertinent questions remain as to whether lost customers are worth the investment in re...
35 CitationsSource
#1V. Kumar (J. Mack Robinson College of Business)H-Index: 57
#2Nita Umashankar (J. Mack Robinson College of Business)H-Index: 5
Last.Yashoda Bhagwat (J. Mack Robinson College of Business)H-Index: 3
view all 4 authors...
Past studies have overlooked the joint effects of economic and customer experience factors on service purchase behaviors. Furthermore, service firms tend to make substantial investments in enhancing customer experience, mitigating the negative effects of service failures through recovery efforts and increasing overall customer satisfaction. Yet, largely due to a paucity of data, we know little about how the state of the economy influences the way in which customers use past service experiences t...
19 CitationsSource
#1V. KumarH-Index: 8
#2Yashoda BhagwatH-Index: 3
Las redes sociales han marcado un antes y un despues en la estrategia de marketing y comunicacion de la empresa. Son cada vez mas los directivos que empiezan a ver este medio como una oportunidad para estar mas cerca del cliente y conocer su opinion. No obstante, es necesario conocer y entender con detalle las nuevas herramientas sociales para que se conviertan en un canal de comunicacion eficaz y eficiente.
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